Tag Archives: ITSMO

Google Analytics shows positive impact from recent ServiceNow changes

The IT Service Management Office (ITSMO) is using Google Analytics to track customer  ServiceNow Service Portal usage, and they like the results so far. To improve the customer’s experience of using ServiceNow (SN), the ITSMO team added direct links to the automated emails that go out to users who use the system. In the past, these […]

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On-Call calendaring and paging in ServiceNow

Screen shot of new service home page

Beginning Thursday, August 30th, the IT Service Management Office (ITSMO) will be offering new functionality in ServiceNow for On-Call Calendaring and Paging (including most monitoring page notifications). This will be implemented for all LITS teams, as an alternative to EHConnect (SimonWeb) and Spok. Full availability of those systems will continue as normal until the transition is complete for all LITS teams and functions. […]

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Enid Britton, IT Service Manager, ITSMO

Enid Britton returns to the IT Service Management Office (ITSMO) after spending four years as a Senior ITSM Process Analyst on the Agile Transformation Team in the Office of the CIO at McKesson Corporation. Before that, she spent four years at Emory as an IT service manager and two years as an IT service management consultant for MARTA. […]

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Matt Hodgson, Manager, ITSMO

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Matt Hodgson is the new group manager for the IT Service Management Office (ITSMO). Prior to coming to Emory, Matt spent the last four years as the ITSM manager at Dartmouth College. He also worked in healthcare for ten years as an IT manager. Prior to that he worked at Broward College in Fort Lauderdale as a systems engineer and […]

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Jeff Munyao, Lead Application Dev/Analyst, ITSMO

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Jeff Munyao is a new lead application developer and analyst for the IT Service Management team. Previously, he worked for three years at First Data Corporation, a payment processing company, as an application developer. He also spent four years as an application analyst for the Masco Corporation. A native of Kenya, Jeff has a bachelor’s […]

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ServiceNow scheduled for major upgrade next week

Screen shot of new service home page

ServiceNow is being upgraded to the Helsinki Release beginning Friday, February 10 at 9:00 pm. The upgrade will take approximately 21 hours and is estimated to be complete by Saturday, February 11 at 6:00 pm. Once complete, ServiceNow will have a new User Interface (UI) for IT staff and a new Self Service Portal for our customers. If […]

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ITSMO updates ServiceNow assessment tool

In the effort to constantly improve the ServiceNow user experience, ITSMO is excited to announce that old survey tool, used to measure customer satisfaction, has been replaced with an enhanced survey management tool. Built on an assessment engine which offers performance scorecards, robust comparative reporting, new ServiceNow menu options and more, the tool sends out a survey invitations […]

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